How to make a complaint

What happens when you complain

Your complaint will be passed to someone in the council department that relates to your complaint. They will assess if it can be resolved in 5 days (stage 1) or will take longer (a stage 2 complaint) and send you an acknowledgement, explaining when you should expect to receive a final response.

Stage 1 – quick resolution

We aim to resolve complaints when you contact us. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision at stage 1 in five working days or less, unless there are exceptional circumstances.

If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next.

Stage 2 – complaints requiring extensive investigation

Complaints that have not been resolved within the stage 1 timescale or complaints that we assess as requiring detailed investigation are called stage 2 complaints.

We aim to provide you with a full response as soon as possible and within 20 working days.

If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.

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